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  • ACD Group name not displaying on integrated toolbar

    We just upgraded to Contact Center 5 build 501.3.6805
    and are on ShoreTel 8.1 build 13.24.5910

    I've just started migrating all our agents to the Integrated toolbar, so they don't need to open the seperate Agent Tool Bar program anymore.

    The ACD Group name is not showing up in Call Manager. Only the incoming caller ID shows.

    What might cause that?

    We have a lot of different groups and need to be able to distinguish betweent them.
    Last edited by jrewolinski; 10-23-2009, 06:46 PM.

  • #2
    The call manager shows everything that is usually displayed on an agent's status bar. If you don't see the group there are two options:
    1. The group does not appear in the agent status bar. To fix this, open the "call status" window and make sure the group one of the displayed columns.
    2. There is a problem with the integration. In this case, you need to call ShoreTel support.

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    • #3
      Does anyone know of a way to automatically have the 'call status' window pop open when PCM starts? I see windowing options in toolbars in Director but there is no option for 'call status' window. As a matter of fact, I've tried using the queue monitor window but it stays grayed out in PCM.

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      • #4
        I have noticed that the ACD information only appears on pickup as opposed to on ring. As far as I can tell, there isn't a setting anywhere to do anything about that.

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        • #5
          When you open any of the agent toolbar window, even in PCM integration, it should save those settings for the next time you start PCM.

          If your windows aren't saved, the only thing I can think of is a defect that existed in the past. What version of ECC are you using?

          The fact that your queue monitor window is grayed out probably means you are having some sort of permissions issue. You should be able to lauch all the toolbar's windows from PCM

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